[asterisk-users] Queue Limit Callers

[Barry Flanagan]

On 17 June 2013 11:02, Shanavaz E A <shanavazea at yahoo.com> wrote:

> Hi,
>
> I have a requirement, which I am not sure whether it can be implemented. I
> had done some searches but didnt find an answer to this. Kindly let me know
> if some one has an idea to implement this:
>
>

I am not aware of an existing way to do this. By default, Asterisk does not
appear to be able to dynamically change the priority of a queue, which
seems to be what you are after.

On one of my systems I implemented the patch at
https://issues.asterisk.org/jira/browse/ASTERISK-17570 which, although it
does not do exactly what you are after, it does help a great deal.
Basically it dynamically increases the priority of callers based on their
hold time across all queues, so that for a given agent they will be
presented with the call having the longest wait time across all the queues
they are a member of. This has made a big difference to our avg hold time,
as queues are no longer competing against one anther for available agents.

Hope this helps.

-Barry Flanagan

 I have two Queues - Sales & Booking
> I have 12 Agents who are added to both the queues
>
> Suppose there are 12 calls in the Booking Queue, and 6 calls in the Sales
> Queue.
>
> Only 8 calls in the Booking Queue should hit the Agents and the other 4
> calls should remain in hold.
> 4 calls in the Sales Queue should hit the other 4 agents and the other 2
> call should be in hold.
>
> Means at a time a maximum of 8 Booking calls only should hit the agents
> and 4 Sales Calls only should hit the agents.
>
> If number of logged in agents are less, proportionally the number of call
> limit should be reduced. For example, if there are only 10 agents, 7
> Booking Calls should hit and 3 Sales calls should hit. The idea is that all
> agents should be able to answer calls in both queues in rotation. Otherwise
> its possible to add some agents to booking queue and other agents to sales
> queue. But thats not what is required.
>
> Kindly help if there is some idea to implement this.
>
> Regards
> Shanavaz.
>
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